Analysis of Public Service Quality on Community Satisfaction at the Sukahati Village Office, Citeureup District, Bogor Regency
DOI:
https://doi.org/10.31334/bijak.v19i1.1963Keywords:
Public Service, PERMENPAN, Community Satisfaction, Importance Performance Analysis, Kantor Desa Sukahati CiteureupAbstract
This study aims to determine the level of quality of public services at the Sukahati Citeureup Village Office, then to determine the level of satisfaction at the Sukahati Citeureup Village Office and to determine the elements that must be improved so that community satisfaction can be fulfilled. The research method used in this research is descriptive quantitative research. Data collection techniques were carried out by surveys and questionnaires. The results showed that all service quality attributes got agap negative. Then for the value of the community satisfaction index at the Sukahati Citeureup Village Office, it is currently found to be 74.03% which means that the community is quite satisfied but it is not considered optimal as a whole, and in the Importance Performance Analysis (IPA), there are two service attributes that must be prioritized. The main thing to be repaired by the Sukahati Citeureup Village Office is to meet community satisfaction.
This study aims to determine the level of quality of public services at the Sukahati Citeureup Village Office, then to determine the level of satisfaction at the Sukahati Citeureup Village Office and to determine the elements that must be improved so that community satisfaction can be fulfilled. The research method used in this research is descriptive quantitative research. Data collection techniques were carried out by surveys and questionnaires. The results showed that all service quality attributes got agap negative. Then for the value of the community satisfaction index at the Sukahati Citeureup Village Office, it is currently found to be 74.03% which means that the community is quite satisfied but it is not considered optimal as a whole, and in the Importance Performance Analysis (IPA), there are two service attributes that must be prioritized. The main thing to be repaired by the Sukahati Citeureup Village Office is to meet community satisfaction.
References
Ghozali, Imam. 2016. Application of Multivariate Analysis with IBM SPSS 23 Program (8th Edition). VIII Printing. Semarang: Diponegoro University Publishing Agency.
Hussein, Omar. 2011. Research Methods for Business Thesis and Thesis Edition 11. Jakarta: Raja Grafindo Persada.
Decree of the Minister of Empowerment and State Apparatus of the Republic of Indonesia Number 25. 2004. Public Service Standards. Jakarta: KEPMENPAN RI.
Nababan, Benny Osta. 2018. Guidelines for Processing Service Quality (SQ), Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA) with Software Microsoft Excel and SPSS. Bogor: LPPM STIE Dewantara.
Indonesian government. 2009. Law No. 25 of 2009 concerning Public Services. Jakarta: State Secretariat.
Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia Number 14. 2017. Guidelines for Compiling a Public Satisfaction Survey for Public Organizing Units. Jakarta: KEPMENPAN RI.
Rahmayanty, Nina. 2013. Excellent Service Management. Yogyakarta: Graha Ilmu.
Rangkuti, Freddy. 2016. Customer Care Excellence. Jakarta: Gramedia Pustaka Utama.
Wahyuni. Sri. 2016. Analysis of Service Quality PT. Dunkindo Lestari Using the IPA Method (Case Study of Dunkin Donuts Cibinong City Mall Branch). Essay. Bogor: STIE Dewantara.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
Please find the rights and licenses in Majalah Ilmiah Bijak By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
- License
The commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-ShareAlike 4.0 International License.
2. Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
Majalah Ilmiah Bijak spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Majalah Ilmiah Bijak permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Majalah Ilmiah Bijak on distributing works in the journal and other media of publications.
4. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Jurnal Bijak will not be held liable for anything that may arise due to the author(s) internal dispute. Majalah Ilmiah Bijak will only communicate with the corresponding author.
5. Miscellaneous
Majalah Ilmiah Bijak will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Jurnal Bijak editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement"prior to the article publication.
